Cultural commentary and Customer Experience anecdotes

Delta/KLM and the broken stroller (continued)

I must admit that I was quite skeptic about the response I would receive from the damage claim I filed with Delta/KLM. However, I was pleasantly surprised.

Technically, there really shouldn’t have been any question since they broke the stroller during my transatlantic flight from Boston to Amsterdam. (see International Travel Alone with an Infant…) However, as I’m not used to what one would exactly call “good” customer service, I was expecting the worst and a 1000 euro loss.

In order to move the claim forward I had to fill out additional information on the Delta web site and was requested to upload additional information (images of boarding pass, stroller damage, original receipt). Strangely, there was no open comments space to write any additional information. I wanted to tell my side of the story, so I uploaded a pdf document titled “URGENT” with additional information to let them know that they destroyed the only stroller I have and the urgency of the matter.

Tip: whenever you travel, don’t throw away anything (boarding passes, tickets for checked baggage, tickets for baggage checked at the plane door, etc.) until the entire trip is over and you’re sure you don’t need it anymore. And, if anything happens, make the damage claim asap, directly in the airport where it happened at the service desk, if possible.

First, I received an automated email from Delta/KLM thanking me for my claim and letting me know that usually they responded within 10 days, but due to delays I should expect a longer wait time. Wonderful. So much for my urgency.

However, much to my surprise, five days (4 working days) later I received a personalized email apologizing for the damage and telling me how to go about getting the repair/replacement done and how Delta-KLM would pay for it! I’m now in the process of getting the necessary paperwork from the store to finish this claim and get reimbursed.

Mistakes and problems happen. What is important is the way that the companies deal with these mistakes and the overall experience for the client. So far, Delta-KLM is getting a good grade in my book!